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Member Service Representative
2 months ago
The primary purpose of this position is to assist Community Credit Union of Florida in living out our Mission, “Always improve the financial well-being of our members and make a positive difference in our community,” by delivering outstanding service to both internal and external members. A key element of excellent service is to identify the financial needs of each member and recommend an appropriate credit union solution. The Member Service Representative is responsible for providing assistance to members and support for other related branch activities and services. The incumbent is responsible for providing outstanding professional service while answering all member inquiries by providing frontline coverage that may include opening, processing, maintaining and closing all types of accounts, products, and services and performing the associated clerical functions; assisting members with their selection of products and services; educating members on the benefits of the products offered by the credit union and conducting oneself in a professional, friendly manner with an emphasis on member education and quality of service. The Member Service Representative has no lending authority. Incumbents may be required to work at different branches at different times and must be willing to rotate between locations as needed.
Community Credit Union of Florida is an Equal Opportunity Employer (EEO) and supports a drug-free workplace.
ESSENTIAL DUTIES- Demonstrates enthusiastic support of corporate mission, core values and long term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures while possessing adequate product knowledge as measured by the annual product knowledge assessment.
- Delivers service to both internal and external members that is in alignment with the credit union’s Service Promises, and meets all established service goals.
- Abides by CCU’s Service Promises when helping a member or co-worker to ensure timely responsiveness to the individual’s needs. Promotes teamwork, respects opinions, abilities and contributions of others and conveys a willingness to assist and cooperate with others for the benefit of the organization.
- Assists in attaining established departmental goals and adheres to all credit union standard operating policies and procedures, as well as state and federal regulations and guidelines.
- Assists members with selection of various accounts, products and financial services available from the credit union.
- Responsible for serving members and responding to member inquiries and problems, performing transactions and other services in a professional, timely and accurate manner. Follows up on inquiries with informational materials and/or phone contact and investigates and corrects errors and resolves problems or other issues.
- Interviews members to determine whether they meet the criteria for the products or services requested, establishes proper identification and the need and extent of reference investigation. Makes decisions regarding the opening of new accounts, prepares all documents and items pertaining to accounts and processes according to policy and procedure.
- Performs the following activities as needed or required: obtains credit reports, verifications of employment/income, completes fraud claims, safe deposit duties including opening accounts, controlling access, assisting members and processing affiliated reports, funds transfers, orders for check and deposit slips, various loan and teller transactions and file maintenance as needed.
- Provides service to members or prospective members seeking consumer loans which may include but is not limited to: installment, commercial, credit card, signature, etc. Operates with the assistance of members of management or senior lending staff regarding processing, reviewing, approving, denying any loan applications and subsequent reviewing with management or senior lending staff, prior to notifying the member.
- Administers approved loans, establishes relevant files, obtains pertinent information or reports as required. Ensures loan activities are completed in a timely fashion and follows the established policies and practices of the credit union.
- Assists with telephone support by responding to member inquiries and problems in a professional, timely manner, follows up on inquiries with informational materials and/or phone contact, investigates and corrects errors and resolves problems or other issues and helps members to utilize electronic delivery channels for convenience.
- Responsible for completing secondary marketing activities and outbound calls as outlined in the secondary marketing procedures in a timely manner. Responsible for logging on to the phone system daily to relieve overflow from the Member Service Center in order to improve the quality of service to the members.
- Maintains files, copies, and faxes documents, and orders and distributes supplies if needed.
- Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
- Performs other related service duties and special projects as assigned.
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
- High school diploma or general education degree (GED), up to two (2) years related experience and/or training, or the equivalent combination of education and experience. Work related experience should consist of customer service background. Educational experience, through in-house training sessions, formal school or financial industry related curriculum should be business or financial industry related.
- Possesses a thorough knowledge of credit union policies, rates, and the documents and disclosures necessary to ensure compliance and consistency with current regulations.
- Basic experience and knowledge of operation activities, terminology, products and services, related state and federal compliance regulations and operational policies.
- Basic skills in computer terminal and personal computer operation; word processing, spreadsheet and software programs. Intermediate typing skills to meet the production needs of the position.
- Basic math skills; calculate interest and balance accounts, add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals; locate routine mathematical errors; count currency, coin and negotiable instruments in a timely manner.
- Effective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence and speak clearly to members and employees.
- Effective organizational and time management skills, and ability to handle simple problems in nature requiring some analysis or research to determine the best solution.
- Must be a team player, but also able to work alone and self-manage. Multi-tasking and attention to detail are critical in this role.
The incumbent must be able to perform this position safely, without endangering the health or safety to individual or others.
